Service Centre Supervisor

ABOUT US

We are a technology-driven service centre focused on delivering rapid reliable support through a smart and scalable platform. By connecting a wide network of field responders and support resources we ensure that assistance is always within reach.

Our mission is to make critical support services more accessible efficient and dependable.

Role Overview

We are looking for an experienced hands-on Service Centre Supervisor to lead day-to-day operations within our service centre in Reading. Reporting into senior management this role is responsible for overseeing team performance ensuring operational efficiency and maintaining high service standards in a fast-paced environment.

You will play a key role in supporting developing and guiding a team of Operators while ensuring smooth coordination across all activities within the service centre.

WHAT WE ARE LOOKING FOR:

• Ideally 3 years experience in a control room operations centre or call centre environment
• At least 2 years experience in a supervisory or team lead role
• Ability to work independently and make informed decisions under pressure
• Experience in a fast-paced high-demand environment
• Strong leadership interpersonal and communication skills
• High level of attention to detail and problem-solving ability
• Proficiency in Excel or Google Sheets preferred
• Experience with reporting or analytics tools is advantageous
  

KEY RESPONSIBILITIES:

• Supervise the daily operations of the service centre and its team
• Lead support and manage a team of Operators to ensure high performance and service delivery
• Monitor and review incidents and workflows to ensure quality and efficiency
• Investigate and resolve escalations or complex situations
• Support onboarding and ongoing training of team members
• Compile weekly and monthly performance and operational reports
• Conduct regular performance reviews and provide coaching where needed
• Manage team scheduling and rotas
• Assist with payroll inputs and administrative tasks
• Handle ad hoc operational duties as required

REMUNERATION & BENEFITS

• Competitive salary
• Centrally located office in Reading with easy access to transport and amenities
• Work in a fast-paced high-growth scale-up environment
• Play a meaningful role in delivering critical real-world support services
• Clear opportunities for career progression and internal growth
• Ongoing learning and development opportunities
• Exposure to innovative technology and operational best practices
• Supportive collaborative team culture
• Performance-based recognition and incentives
• Potential for equity or share-based rewards for high performers

Required Experience:

Manager